It Manager Job in Sas Institute Inc

Title: Manager, MAS Pune Shared Services Center

Level: Manager, IT Managed Application Services (Operational Management Role)

Are you a problem solver, explorer, and knowledge seeker always asking, What if?

If so, then you may be the new team member were looking for. Because at SAS, your curiosity matters whether youre developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.

What we do

Were the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.

What youll do

The SAS Managed Application Services team delivers Hosted SAS Solutions across a global footprint of cloud providers and delivers more localized Remote Managed Services in strategic global locations. This management level position has overall responsibility for the day-to-day performance and health of the Managed Application Services Center in Pune, India. This center is accountable for ensuring excellent customer experiences for all Managed Application Services (MAS) customers.? The Managed Application Services team is a global delivery and support team that is tightly matrixed with other regional service delivery Centers of Excellence and global resource hubs.?

This position has responsibility of two primary functions 1) the installation and configuration of SAS Solutions for MAS customers and 2) the ongoing 24x365 service and support of new and established customers. In addition to the primary functions noted above, this Manger will also have responsibility for resources within the SAS Pune office assigned to APAC MAS customers/service delivery. The daily activities of these teams include SAS Enterprise Software deployment and upgrades, configuration and integration, system administration, monitoring, incident management, problem management, configuration and change management, security management and monitoring, capacity planning, availability management, disaster recovery and routine update of services.? In addition to the day-to-day operational management of the team, this role will interface with local and global leadership and act as an escalation point for the operational aspects of the Shared Services Center in Pune, India.

• Hires and retains outstanding talent focused on customer delivery and support
• Active member of the Managed Application Services leadership team
• Works with the global MAS Leadership team and Service Owners to establish, improve and scale the teams responsible for MAS offerings

What were looking for

• 5+ years of management experience leading operational, customer-facing, and cloud focused service delivery teams
• 5+ years experience with demonstrated success in delivering and supporting mission-critical enterprise software services
• Experience with managing technical personnel, in service delivery teams that span multiple shifts

Ability to effectively communicate in English, both written and verbal

Primary responsibilities for this role include

• Management and leadership for application management services at SAS for hosted customers
• Management and professional development of highly motivated engineers providing 24/7 support
• Open and frequent communication on team dynamics and operational status
• Ability to perform technical tasks assigned to the team

• Providing technical input for installation/configuration/service/support of enterprise software for SAS customers hosted globally across private and public cloud
• Research, analysis, and testing of new technologies
• Development and implementation of standards
• Acting as the primary contact for work streams and escalations
• Working across team boundaries for collaborative issue resolution

Essential

• Bachelor's degree in Engineering, preferably in Computer Science, Computer Applications or a related discipline.
• 10- 15 years of experience in managing and supporting enterprise software environments
• Proven ability to manage, track, and prioritize escalations and incidents to deliver application services within stipulated SLAs
• Proven ability to work across team boundaries
• Good knowledge of SaaS, CI/CD
• Ability to identify technical gaps/areas for improvement within application hosting and propose solutions
• Troubleshoot software problems (installation/configuration/performance)
• Scripting (Bash, Perl, Python, PowerShell etc.) experience
• Proven organization and documentation skills

The nice to haves

• SAS Software Experience
• ITIL certifications and/or experience
• Knowledge of Ansible, Docker, Kubernetes